Director, Service Delivery

TTEC; Iloilo City; On-site; PHP 1,800,000 - 3,000,000; Full time

Benefits offered by this job

PTO & wellness benefits

Performance bonuses

Tuition reimbursement

Job summary

TTEC is seeking a Director - Service Delivery to be based on site in Iloilo City, Philippines. You will lead client relationships, guide a capable delivery team, and drive performance improvements across projects.

You will report to the Executive Director, Service Delivery and play a pivotal role in motivating staff, resolving issues, and shaping career mobility while maintaining a collaborative, customer-focused culture.

Qualifications

• Associate degree or technical school or equivalent work experience is required.
• At least 2+ years of call center management experience.
• Promote a performance-driven culture and strive for excellence.
• Mentor and inspire others on the team.
• Engage and support your team to ensure tools and systems are available for day-to-day tasks.
• Maintain a customer-focused mindset to improve outcomes.

Responsibilities

• Actively manage communications with clients and business partners to uphold a healthy relationship and ensure goals are aligned and needs are met.
• Motivate team by relaying client messages and supporting staff to keep projects on track with the latest information.
• Improve key metrics such as forecasting accuracy, revenue/margin goals, customer and employee satisfaction, and contract targets.

Skills

Mentor others

Customer-focused

Team support

Client communication

Education

Associate degree or technical school

Job description

Overview

Your potential has a place here with TTEC. As a Director - Service Delivery working onsite in Iloilo City, Philippines, you’ll be part of bringing humanity to business. TTEC’s Great Place to Work certification in the Philippines reflects our culture and purpose.

What You’ll Be Doing

Looking for an opportunity to manage client relationships? You’ll work closely with clients to discuss goals and needs, ensure your team is aligned with new information on projects, and actively work to improve processes and performance to enhance results. You’ll maintain a healthy, continuous relationship with the client and play an active role in developing and motivating your team.

You’ll report to the Executive Director, Service Delivery. You’ll impact client and team relationships by encouraging and motivating your team to resolve issues, accomplish goals, and influence their career mobility.

During a Typical Day, You’ll

• Actively manage communications with clients and business partners to uphold a healthy relationship and ensure goals are aligned and needs are met
• Motivate others by driving client messages to your team, then actively engage and support staff to keep projects on track with the latest information
• Improve key success metrics such as forecasting accuracy, revenue and margin goals, client/customer/employee satisfaction scores, call volume projections, and contractual goals

What You Bring To The Role

• Associate degree, technical school or equivalent work experience
• 2+ years of call center management experience
• Continually promote a performance-driven culture and strive for excellence
• Mentor and inspire others
• Engage and support your team to ensure they have the proper tools and systems to complete day-to-day tasks
• Customer-focused mindset

What You Can Expect

• Support for your career and professional development
• An inclusive culture and community-minded organization that encourages giving back
• A global team of curious lifelong learners guided by our company values
• Information about paid time off (PTO) and wellness and healthcare benefits
• A competitive compensation package with performance bonus opportunities and benefits, including potential tuition reimbursement

Visit https://mybenefits.ttec.com/ for more information.

About TTEC

Our business is about making customers happy. Since 1982, we have helped companies build engaged, pleased, profitable customer experiences powered by humanity and technology. We support many leading brands with conversations across multiple channels. These experiences start with you.

TTEC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We embrace and are committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve and value every employee for their authentic self. Diversity strengthens our ability to view things from different perspectives and bring value to the table in unique ways.

Primary Location

PH-Western Visayas-Iloilo